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This
year, CTMA is conducting two important customer experience baseline
studies for New Zealand local councils.
We also provide a facility
for local councils to track and manage service quality on an ongoing basis.
Background:
Previous
baseline studies:
In 2007, 2008 and again in 2009, CTMA conducted a customer experience study for local
councils to establish a national baseline of customer satisfaction with building
consent and inspection services. 2007 was the first time such a
comprehensive nationwide study of the customer experience of consent
processes and inspection services had been conducted in New Zealand.
The
studies have helped individual participating councils identify current sources of
customer dissatisfaction and established customer-driven priorities for
service improvement. The studies
identified where councils could focus limited resources to address issues
that had the greater impact on strategic outcomes and customer
satisfaction.
Ongoing tracking programme – Managing ongoing
service-quality:
Following the 2007 baseline study, CTMA developed an ongoing
satisfaction-tracking programme that serves as a management tool to help
individual councils manage the service-quality of their building consent
processes. The programme consists of a short one-page questionnaire
that is sent to customers as soon as their building consent has been
issued. For each council, depending on response volume, the
programme can report monthly or quarterly to the level of individual
consent types and building consent officers. Council management can
then identify strengths and improvement opportunities for individual
members of staff and identify opportunities to improve service and address
issues with specific consent types.
2010
baseline study objectives:
This
year the baseline studies will again go beyond the traditional customer
satisfaction scores and help participating councils:
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Identify
areas of poor performance, sources of customer dissatisfaction and
identify council-specific customer-driven improvement priorities
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Measure
customer satisfaction and prioritise improvement opportunities in
terms of customer-driven outcomes and estimate the potential return on
specific areas of service-level investment
The key
drivers of customer satisfaction identified in the study provide a
baseline against which an individual satisfaction management programme can
then be designed and future progress measured.
The
nationwide approach to the study not only provides the opportunity for
comparative measurements but also provides an economy-of-scale that makes
this study a very cost-effective investment.
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